December 1, 2026 l Free CX Network Webinar Series
Day Two
10:00 am - 10:30 am
EST
Redesigning journeys for machine customers
Machine customers are on the way, and few businesses have the CX infrastructure to cope. Adobe's data found that 39 percent of consumers have used AI for online shopping and 85 percent said it improved their experience. Agent-to-agent CX design goes one step beyond preparing for agentic commerce, which asks mainly how to get discovered by AI agents, to address what happens when the AI agent is acting AS a customer and is communicating with companies' own internal agents.
The biggest shift is that CX teams are now designing journeys not just for humans but for agents as well, with major tech players building tools that allow these agents to execute transactions. As this happens, elements that used to sit outside of CX, such as discoverability and structured data, now sit firmly within. Despite this, most teams are still at the "awareness" stage of adoption and not many have mapped machine-customer journeys.
In this session, we'll look closely at what it takes to build an effective customer journey for a machine customer. We'll explain the mechanisms that must be in place for an agent to execute an end-to-end journey and tackle the potential challenges that may arise during the setup process, including integration and internal alignment.
Attendees will learn:
- What changes when the customer is an AI agent, not a person
- The mechanisms that should be in place for an AI agent to complete a transaction
- How to get past integration and internal alignment challenges stalling most teams at the awareness stage
10:30 am - 11:00 am
EST
Why Voice AI is the future of the contact center
Chatbots are increasingly common and can handle more simple customer interactions relatively seamlessly, but they can fall short in times of stress when human empathy is required. With super-fast response times (down to the millisecond) and real-time context awareness, voice AI is emerging as the go-to solution for contact centers seeking to remove the frustration that can come with ineffectual chatbots during emotionally charged interactions.
Voice AI usage grew 9x in 2025, and production voice agent implementation was found to have increased by 340 percent across 500+ organizations. With voice interactions now priced at around $0.40, brands are increasingly keen to capitalize on this new, cheaper way to deliver immediate and empathetic support at scale with voice AI deployments. It is no surprise that voice AI is set to grow even more in the coming years.
In this session, we'll take a deep dive into the benefits of implementing voice AI in the contact center, drawing on real-world examples from brands at the forefront of the voice AI revolution. We'll explore potential deployment pitfalls and cover key topics around deployment including internal – and external – change management, governance and security and the long-term impact on customer loyalty.
Attendees will learn:
- How voice AI works in practice in your contact center, and what this means for demand planning.
- The human + AI approach that ensures efficiency, empathy and brand consistency during surge times.
- Key learnings from successful deployments and pitfalls to avoid
11:00 am - 11:30 am
EST
Stop doing what a machine can do: Leading your team through the AI revolution
As AI is introduced into more and more workflows, the loudest objection often comes from within: if AI is doing all of that, what is left for us? Twenty six years of transformation leadership across brands such as P&G and Unilever, plus board-level experience of restructures, has taught our expert speaker that the answer lies in leadership style, not in technology.
Acknowledging that people feel threatened and rebuilding teams around what machines can't do is her approach. Judgement, creative thinking and directing, rather than fearing, the tech, remains firmly in the human domain.
In this session, we will explain how to govern change from the front line and how to create safety for teams to voice fears early. We'll also explain how to decide which skills and workflows are worth investing in, and how to decide what work should stay human, and what to automate.
Attendees will learn:
- How to build psychological safety within teams that lets them voice fears before they turn into hard resistance.
- A practical test for whether the skill you're training for will still be relevant in two year
- Why the front line should lead change rather than be led by it
11:30 am - 12:00 pm
EST
Rebuilding the broken AI case – now what?
There's been something of a reality check on AI ROI after it turn out that AI can actually be more expensive – and less effective – than humans. There has been several high-profile cases of businesses ripping out their entire customer service setup to replace it with AI, only to find that they would run out of tokens and AI wasn't doing the job as well as the humans anyway. Boards are asking the tough questions: where's the ROI, which projects should scale and which should be cancelled?
In this context, businesses are turning to look at what value AI brings beyond reducing headcount.
In this session, we'll look at how to rebuild the business case for AI once cost-cutting alone has stopped adding up. We'll analyse why so many early deployments were scoped wrong, and what a more realistic case for AI in CX really is, from token costs to the human oversight AI still needs. We'll set out how to decide what deserves further investment and what should be retired.
Attendees will learn:
- Why headcount reduction was the wrong metric for AI ROI in the first place
- How to build a more realistic business case that accounts for tokens and human-in-the-loop
- A framework for deciding which AI projects to scale and which to cut
